User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
*Consult
The number of times an agent consulted with another agent or supervi
sor through the
conference or transfer key in the half hour interval. This includes supervisor or
emergency assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_
Group_Half_Hour.NetConsultativeCallsToHalf
All Hold Tasks
The number of tasks completed by the agent in the given
interval that were put on hold
or paused in the half hour interval. The InternalCallsOnHoldToHalf field in the following
calculation applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_
Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
All Hold Time
The time in HH:MM:SS (hours, minutes, seconds) wh
ere all tasks completed by the
agent were put on hold or paused in the half hour interval. The
InternalCallsOnHoldTimeToHalf field in the following calculation applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_
Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
*Transfer In
The number of incoming tasks in the half hour interv
al that were transferred to this
agent from other agents within the same peripheral that did not go to IVR for queuing.
This value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Note For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
*Conf In
The number of incoming tasks in the half hour interv
al that were conferenced to this
agent from other agents on the same peripheral that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Note For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind conferenced to an IVR is subsequently answered by
another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.